Senior Azure & Microsoft 365 Cloud Support Engineer

Ingram Micro España; Barcelona; Presencial; EUR 45.000 - 60.000; Jornada completa

Descripción de la vacante

Ingram Micro España is seeking a technically skilled Technical Support Engineer to join Unified Support. You will diagnose and resolve issues across Azure and Microsoft 365, restore services, and maintain strong incident management practices for partners and customers.

With 2-5 years in technical support and a focus on cloud services, you’ll collaborate with cross-functional teams and vendors to ensure timely resolutions while maintaining high customer satisfaction.

Formación

• 2-5 years in technical support, cloud support, or similar role
• Working knowledge of Microsoft Azure and Microsoft 365 services
• Strong troubleshooting skills and structured problem-solving approach
• Familiarity with Azure Portal and Microsoft 365 Admin Center
• Basic understanding of networking (DNS, TCP/IP, HTTP/HTTPS)
• Experience with ticketing systems such as Zendesk or Jira
• Strong communication skills and customer-focused mindset
• Ability to manage priorities and work on multiple incidents
• Willingness to learn and adapt in a fast-paced environment

Responsabilidades

• Respond to inbound technical support requests across Azure and Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID)
• Diagnose, troubleshoot, and resolve technical problems across cloud services, identity, and collaboration platforms
• Investigate service outages, performance issues, and configuration-related incidents
• Provide Tier 1-2 support for cloud environments and elevate when required
• Restore service by applying fixes, workarounds, or corrective configurations
• Escalate complex platform issues to Microsoft with detailed troubleshooting findings
• Document issues and resolutions in the ticketing system
• Maintain internal runbooks, FAQs, and technical documentation
• Collaborate with internal teams and vendors to ensure timely resolution
• Accurately log all issues and status updates in internal tracking systems
• Understand business impact and prioritize resolution accordingly
• Handle support requests from partners and resellers with a focus on resolution
• Track incidents and follow through within SLA/SLO targets
• Contribute to process improvements and support documentation

Conocimientos

Azure/M365 troubleshooting

Azure Portal & Admin Center

Technical support experience

Customer-focused communication

Incident management

Herramientas

Zendesk

Jira

Descripción del empleo

Ingram Micro España is seeking a technically skilled Technical Support Engineer to join Unified Support. You will diagnose and resolve issues across Azure and Microsoft 365, restore services, and maintain strong incident management practices for partners and customers.

With 2-5 years in technical support and a focus on cloud services, you’ll collaborate with cross-functional teams and vendors to ensure timely resolutions while maintaining high customer satisfaction.